Using Service Quality to Gain Competitive Advantage Essay

967 Words 4 Pages
Using Service Quality to Gain Competitive Advantage

In today's competitive environment, organizations must earn the customer's trust by consistently meeting or exceeding expectations. The disparity between expectation and perception is the major determining factor in a customer's assessment of quality of service. Service quality and customer service is very important. One of the most important customer service skills you can develop is the ability to understand and effectively respond to the customer's needs and concerns. For a long time, a sale has been perceived to be mostly about trying to convince the customer that he needs the product. Excellent customer service starts by first taking the time to get to know the customer,
…show more content…
We expect our cars, computers, electrical appliances, lights, televisions, etc. to function whenever we need them, day after day, year after year. When they fail the results can be terrible. Repeated failure leads to annoyance, inconvenience, and a lasting customer dissatisfaction that can cause havoc to a company's marketplace position. That's why reliability is important. It takes a long time for a company to build up a reputation for reliability, and only a short time to be branded as "unreliable".
Responsiveness is the willingness to help customers promptly. Avoid having customers waiting for no apparent reason. Responsiveness is very important because if you provide customers with what they in a timely fashion they will be satisfied. Nobody likes to wait. Replying to a customer request promptly is a good example of responsiveness. If customers see that you are very willing to help will cause loyalty and it will let them know that you are concerned about them.
Assurance is the ability to convey trust and confidence. Being polite and showing respect for customers will create trust. Also having professional and knowledgeable staff will create trust and confidence in
Open Document